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Front desk personnel/manager

What do you do when your front desk scheduler/personnel doesn’t put a lot of effort into finding patients to schedule for hygiene recalls? I’ve been working a lot less due to less patients being available and had address the doctor about this issue. Supposedly the front desk personnel said she has try to get patients to come in, but some just cancel or rescheduled. Most of the days that I do work there, I don’t even see her putting enough effort into finding patients. I rarely see her making calls, always falling asleep, or go in the back to look for snacks.



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Author Note:
Also she usually doesn't come in on time (dental assistant and I are the first person who gets to work every day), and she leaves sometimes early due to having kids or personal problems.

8 Answers

There needs to be a dedicated employee to help fill the schedule. Scheduling the patients in your room is a good idea, but it doesn’t fill the holes. Hygienist can help, but it works best with a person that has time to call and re activate past due patients and get in more new patients.

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Falling asleep? Wow! It sounds like her personal problems are interfering with her ability to do a good job. Could the doctor address the issue with her, ask her to please leave her problems at the front door and do her job? He must realize that this is his business and she is not helping anyone. If not, could you reschedule your pts when they leave their hygiene appts? Tough situation!

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I make all of my patients next appointments in my room before they leave. Both for myself and the doctor and I post their visit in the computer. They do not even stop at the front desk when leaving unless they want to talk our OM about a billing issue. We only have one front desk person and she is the OM too, but she wants us busy, so she does what she can too. Your doctor should talk to her because your day affects the entire office.

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I’ve had that issue before so if I have a cancelation or late pt I just get on the phone myself and check with the patient to make certain they are on their way. If I see my schedule is not full for the next few days I’ll also make my own recall calls and hand her (front desk receptionist) the phone to schedule. This fill my schedule and puts her to work at the same time.

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pull production reports from when you were really busy and doing SRP. and pull a production report from your slow days. Talk to the dentist with both in hand. I feel numbers get through because numbers do not lie. Explain that he needs a way to track all the patients the front desk calls for recare. We use DENTRIX and in my office we can print out a sheet of how many patients were called and what happened. Whatever software you use call up the company and have them walk you through how to track everything. It is mandatory that our front desk print out the list from the computer of who they called at the end of every day. That list is analyzed to see who is more effective at calling patients as we have 4 front desk staff. If someone keeps getting NO results, the owner and management calls a meeting with that person and with the other staff that get results to share what works.

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We schedule our patients in our rooms. Our front desk has a call list of “gold star” patients. Patients that have agreed to come in at last minute. They get a 10% discount on there fee. We started having more and more holes in the schedule with no emphasis on keeping it filled. We keep track of how many holes in the schedule are present in the morning, and how many of those get filled same day. At the end of the month we add up all holes in the schedule and how many patients could have been seen. When you see that you have lost 1 or 2 FULL days of production, the dentist may be a little more apt to step in.

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Does the receptionist try to SAVE the pt from cancelling??…does she ask …” is it the day or time that doesn’t work?’ The RDH doesn’t have any openings for 6 weeks, what can I do to help you keep this apt>?”

I have a list of people who want to MOVE UP their appts. with best phone number to reach them, time/day avail. I also keep a CANCELLATION list of names with the same info, b/c I booked solid and if they cancel they cannot get in right away. I keep them on a different list b/c I want to give the non- cancellers the first chance to take the avail appt.

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I always schedule my patients recall appt at their current appt. I also keep a list for ASAP in case of cancels. If I have a no show I call of a list of unscheduled patients.

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